Customer Service Team Lead - Virginia Beach, VA

Description:

Duties:

• Supervises and guides team members within the call center  
• Handles, resolves and takes ownership of customer service problems
• Ensures root causes or problems are identified and proper action is taken
• Aids in resolving escalated matters from the Sr. Customer Service Representatives
• Plays a supporting role in training new customer service representatives to ensure quality service is provided to the customer and our clients
• Primary contact for handling client incoming calls within the call center
• Assist in handling Loss Mitigation matters requiring assistance
• Provide assistance to the Special Loans Department with servicing various mortgage products
• Manages duties and task queues related to payoff quotes, Special Loans, Customer Service and Soldier and Sailors inquiries
• Provides updated phone reports on a daily basis to management
• Monitors the performance of the call center in real time and makes appropriate decisions to ensure performance goals are met
• Approves written correspondence through letter editing
• All other duties as assigned

Qualifications:

• Required three (3) years experience in a customer service / call center work environment
• Strong customer service orientation with a focus on quality and continuous improvement
• Excellent oral, written, and interpersonal skills
• Leadership in behavioral coaching, setting expectations and providing feedback preferred